Project Compass

Plan on a page

Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple

The change and comms plan for Salesforce and Compass Assist on one page, February to June 2027. Each activity appears once on the timeline and once in its tile.

Changed in v0.2

The Compass Assist guardrails gate moves from Fri 26 Mar to Fri 9 Apr 2027, ten days before Wave 1 go-live. From T5.
Wave 1 training keeps its dates, Tue 30 Mar to Fri 16 Apr, and now shows the school holidays and Easter (Fri 26 Mar to Sun 11 Apr) in amber, with make-up sessions on Wed 14 and Thu 15 Apr. From T5.
Business bankers: a pipeline pre-load is added before training, sessions move to 90 minutes at 7:30am, and Compass Assist is opt-in from week 3. From T4.
The complaint category list, needed before UAT, is now due Fri 5 Feb. From T5.

Project Compass: change and comms plan

Salesforce and Compass Assist | Wave 1 Victoria and Wave 2 New South Wales | February to June 2027

Draft v0.2
29 January 2027
Change lead

Change management strategy

Know what changes in your day, practise it before go-live, and have someone on your floor to ask in the first two weeks.

Staff

Staff understand what changes in their work and when, and get training that fits their shift.

Bankers

Bankers use one shared pipeline that is already loaded when they first log in.

Compliance

Risk and Compliance approve Compass Assist, and every draft is reviewed by a person.

February

March

April

May

June

Milestones

UAT sign-off Wed 17 Mar

Gate Fri 9 Apr (updated)

Vic go-live Mon 19 Apr

NSW go-live Mon 7 Jun

School holidays

Holidays and Easter, 26 Mar to 11 Apr

Change management

UAT 8 Feb to 12 Mar

Vic training 30 Mar to 16 Apr

NSW training 17 May to 4 Jun

Banker pipeline pre-load, two weeks

Make-up 14 and 15 Apr

Implementation partner

UAT support and fixes

Hypercare

Leader comms

Sponsor note

Scorecard outline, 19 Feb

Heads: holiday roster reminder

NSW heads briefing

Comms

Wave 1 comms, including bankers message

Wave 2 comms

AI assistant enablement

Test set

Guardrails tested in UAT

Approved demo only

Banker opt-in

8 Feb to 12 Mar 2027: UAT (Mon 8 Mar paused for Labour Day). Wed 17 Mar: UAT sign-off.
Fri 26 Mar to Sun 11 Apr: school holidays and Easter (amber).
Tue 30 Mar to Fri 16 Apr: Wave 1 Victoria training. Fri 9 Apr: guardrails gate (updated). Make-up sessions Wed 14 and Thu 15 Apr.
Mon 19 Apr: Wave 1 go-live. Hypercare to Fri 30 Apr.
Mon 17 May to Fri 4 Jun: Wave 2 New South Wales training.
Mon 7 Jun: Wave 2 go-live. Hypercare to Mon 21 Jun. Tue 22 Jun: business-as-usual handover.

Dated and confirmedProposed or dates to confirmSchool holidays and EasterMilestoneDashed vertical lines: go-live

Change management

8 Feb to 12 MarUAT, with kick-off sessions 8 to 12 Feb
By Fri 5 FebComplaint category list from Louise Chen
By Fri 9 AprBanker pipelines pre-loaded, at least 90 percent
30 Mar to 16 AprWave 1 training, with make-up sessions 14 and 15 Apr
17 May to 4 JunWave 2 training

Implementation partner

8 Feb to 12 MarUAT support and fixes, Northgate Digital
19 to 30 AprWave 1 hypercare
7 to 21 JunWave 2 hypercare
Tue 22 JunHandover to the CRM platform team

Leader comms

Fri 19 FebScorecard outline to Helen Marchetti
TBCSponsor note on dates and why
TBCHeads of function: holiday roster reminder
TBCNSW heads briefing before Wave 2

Comms

TBCWave 1 messages, including the bankers message
TBCSchool-holiday roster reminder for managers
TBCWave 2 messages for New South Wales
See13 Comms plan for dates and channels

AI assistant enablement

By Fri 5 FebGuardrails test set confirmed in writing
8 Feb to 12 MarGuardrails tested during UAT
Fri 9 AprRisk and Compliance approval gate v0.2
Week 3 after go-liveBankers choose to opt in

High-level change impacts

Three screens to one customer view
Personal spreadsheets to a shared pipeline
Emailed referrals to referrals with an owner
A shared mailbox to a complaint case type with timers
Typed case notes to drafts the agent reviews

Training roles: 7 groups 80 Business bankers600 Branch staff350 Contact centre agents40 Complaints and advocacy120 Operations25 Risk and compliance30 Platform admins

Benefits

One customer view
Each case in one place
A shared banker pipeline
Less retyping of notes
Referrals with an owner
Complaint timers and reporting
Suggested answers and drafted notes
One platform, not two

Trap: The first two weeks of Wave 1 training sit inside the school holidays and Easter. Go-live on Mon 19 Apr is clear, but a roster that ignores leave and parents on shifts will fail the 90 percent training criterion. The T5 decision is early and late Docklands blocks, a branch first block in the week of 12 April, and make-up sessions on 14 and 15 April. See 16 Training schedule.

School holiday check: go-live clear, Wave 1 training clashes, handling decided in T5. New South Wales has no clash in its training or go-live window; TBC: confirm NSW school calendar. Public sources: Victorian school term dates and Victorian public holidays 2027. Good Friday is Fri 26 Mar, Easter Monday is Mon 29 Mar and Anzac Day falls on Sun 25 Apr with no replacement Monday in Victoria.

Org chart Next: Executive one-pager

Sources: T1 programme planning, T4 business banking workshop, T5 steering catch-up, E3 programme calendar. Related: 01 Change plan, 13 Comms plan, 16 Training schedule, 17 Phased rollout.